Application (Software) Support Executive

Reporting to the Customer Support Manager (Application Support), you will play a key role in Customer Service for Alpha Plus Technologies. Your primary responsibility will be to handle client queries/issues via emails, calls or personal visits, handle client delivery and troubleshooting. The role will interact externally with prospective clients and internally with the Products, Technology, Account Management & Liaison, Content Management Team, Banking Team & Senior Management.

At Alpha Plus we aim at building softwares that tackle robust, un-tapped issues while delivering ultimate customer experience to our clients. As an application support executive, you will be a key technical player right from the implementation lifecycle to ensuring smooth running of the product across clientele. Strong hold on written, verbal and telephonic communication is a must. Customer-first mentality in service incident management, data analysis and root-cause analysis will take you a long way in this position. Are you ready…? Our gates are open for you

WHAT YOU WILL DO

• Be an active part of the Client Delivery or Client Monitoring Team and provide end-to-end internal and external implementation support for Alpha Plus suite of software solutions, including pre-deployment preparation, deployment, UAT, security-clearance, integration/data migration, user and rights management, final deployment, and/or post deployment monitoring
• Impart UAT & Product Training to clients
• Ensure trouble-free Warranty & AMC support to Alpha Plus’ clientele
• Handle software installations for internal products
• Conduct periodic health-checks on software solutions deployed at client locations
• Undertake Proof of Concept (POC) at client locations in coordination with Business Team
• Document and track incidents reported by the clients
• Conduct Root Cause Analysis (RCA) on incidents reported by the clients and provide timely resolution
• Ensure smooth and consistent Client Relationship Management
• Assist in testing, release and maintenance of pre-deployment software releases
• Assist in organized deployment of patches, security fixes, and periodic product upgrades

WHAT YOU SHOULD HAVE

• B.Sc. / B. Sc. (IT) / B.E. / B. Tech. or other Technical Graduates
• No prior experience is mandatory
• In-depth knowledge of various OS, SQL / Oracle database(s), and hardware is a pre-requisite
• Proficiency in deploying web-based applications
• Sound skills of software troubleshooting and diagnosis
• Excellent analytical and on-the-spot thinking ability
• Basic computer skills, including email writing, is a must
• Sound communication, inter-personal & documentation skills
• Readiness to travel across the country for client-side implementation at least 2 – 3 times each month
• Willingness to acquire in-depth functional knowledge of APT software product